A tip for customer service team leaders: focus on personality styles
A tip for customer service team leaders: focus on personality styles
In your next team meeting, begin by discussing with your team each of the personality style and how they show up in the way they interact with their customers.
Ask them to focus on this throughout the day, paying close attention to their customer’s personality style and how they will adapt their approach to the interaction.
At the end of the day, bring your team back together and discuss their experience:
- What examples can they share where they were able to adapt and truly empathise with their customer?
- What difference did this make to the interaction with their customer?
- What did they find difficult?
- What advice can they give to each other to help?
- What have they learnt from this experience?
Encourage each team member to commit to one action they will take the next day to build their skill in empathising with customers. Remember to check in with your team members throughout the next day.
This learning tip comes from our ‘Coaching for GREAT customer service’ programme. Check it out here. If you’d like to explore this topic or any other aspect of customer service training then please do give us a call on 01582 463464. We’re always here to help.
